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Customer Relationship Management: Organizational and Technological Perspectives

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Customer Relationship Management: Organizational and Technological Perspectives Cover

 

Synopses & Reviews

Publisher Comments:

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.

Table of Contents

The Theoretical Framework of CRM.- CRM Project Organization in the Financial Industry.- The Organization of Data Warehouse Activities.- Knowledge Discovery in Database and Data Mining.- Data Mining.- The Evolution of Customer Relationships.- Main Benefits and Organizational Impacts of CRM within the Company.- Data Mining Applications Supporting the Marketing Function: the Experience of Banca Monte dei Paschi di Siena.

Product Details

ISBN:
9783642078859
Author:
Rajola, Federico
Publisher:
Springer
Location:
Berlin, Heidelberg
Subject:
Management Information Systems
Subject:
Business intelligence
Subject:
CRM
Subject:
Change Management
Subject:
Customer relationship management
Subject:
Data mining
Subject:
Data warehousing
Subject:
Marketing Information Systems
Subject:
BUSINESS INFORMATION SYSTEMS
Subject:
Marketing
Subject:
Information Systems Applications (incl.Internet) Contemplation of technology from an organizational and managerial perspective<BR>Case studies illustrate the technologies employed, the change management and organizational topics companies have to deal wit
Subject:
Business-Customer Service
Subject:
Information Management
Subject:
Information Systems Applications (incl.Internet)
Subject:
Economics
Subject:
Language, literature and biography
Subject:
Business and Economics
Copyright:
Edition Description:
1st Edition. Softcover version of original hardcover edition 2003
Publication Date:
20110729
Binding:
TRADE PAPER
Language:
English
Pages:
183
Dimensions:
235 x 155 mm

Related Subjects

» Business » Customer Service
» Business » High Tech Management
» Business » Human Resource Management
» Business » Management
» Business » Marketing
» Business » Small Businesses » General
» Business » Start Up Business
» Computers and Internet » Database » Applications
» Engineering » Communications » Video

Customer Relationship Management: Organizational and Technological Perspectives New Trade Paper
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